Staff Product Manager – IT Operations Management (ITOM)

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

Fresh vision. Real impact. Come build it with us.

Role Overview

As a Staff Product Manager on the IT Operations Management (ITOM) product team, you will serve as a highly experienced individual contributor and a recognized domain expert who thrives at the intersection of complex technology and human collaboration. This role is built for a dynamic product leader who pairs deep technical foundations with the learning agility required to navigate rapidly shifting market landscapes. Sitting as the strategic and operational linchpin across design, engineering, marketing, and sales, you will act as a true cross-functional champion. You will not only define a bold product vision but will continuously adapt it based on customer empathy, emerging technologies, and real-time feedback loops. If you possess a relentless curiosity to master new domains, a collaborative spirit that bridges technical and business divides, and a passion for turning complex operational processes into elegant global solutions, this role offers an expansive platform for your craft.

The Impact You Can Create

• Pioneer Bold Innovation: Drive market-defining product ideas from concept to reality, leveraging thought leadership to keep our ITOM platform at the cutting edge of the industry.

• Orchestrate Cross-Functional Success: Build highly aligned, collaborative ecosystems where engineering, UX, sales, and marketing move in lockstep to hit ambitious financial and customer satisfaction goals.

• Deliver Global Scale & Value: Continuous monitoring of customer landscapes to deploy intuitive, high-impact features that delight users worldwide and solve critical operational bottlenecks.

• Demystify Complex Architectures: Transform intricate backend infrastructure processes into clean, scalable technical requirements, significantly accelerating engineering velocity and minimizing delivery risk.

Roles & Responsibilities (R&R)

1. Vision, Strategy & Strategy Adaptation

• Own the long-term product vision and strategy, seamlessly integrating customer research, user experiences, and emerging technology trends into an actionable roadmap.

• Maintain a highly flexible roadmap that can fluidly adapt to changing business priorities, market conditions, and technical discoveries without losing sight of overall goals.

• Demonstrate bold thought leadership by thinking big, introducing disruptive product paradigms, and challenging legacy practices.

2. Requirements Definition & Lifecycle Management

• Lead the end-to-end product lifecycle, including comprehensive requirements definition, customer experience design, roadmap creation, and prioritization.

• Translate highly complex IT operations and technical workflows into exceptionally clear, uncomplicated technical requirements for engineering squads.

• Manage day-to-day delivery and operations, maintaining high execution standards in a fast-paced environment.

3. Cross-Functional Collaboration & Stakeholder Alignment

• Partner intimately with UX and Engineering teams to deeply understand and co-author the design and technology implications of proposed solutions.

• Act as the primary communication bridge across the organization, keeping internal teams (Design, Engineering, Marketing, Sales, Leadership) and external customer stakeholders completely aligned on timelines, launches, and value delivery.

• Influence stakeholders at all levels of the business, building consensus around product direction through transparent, data-driven narratives.

4. Customer Advocacy & Co-Creation

• Partner directly with global enterprise customers to prioritize problems, map out critical themes, and drive toward high-value outcomes.

• Cultivate deep stakeholder empathy to translate customer friction points into intuitive, user-friendly features.

Skills & Core Competencies

Adaptability & Learning Agility

• Ecosystem Fluidity: A proven ability to rapidly learn, deconstruct, and master evolving technical domains, tools, and infrastructure frameworks.

• Resilience in Motion: Comfort pivoting strategies and roadmaps mid-cycle in response to new data, engineering constraints, or shifting market demands.

• Problem-Solving Rigor: Excellent analytical skills to break down ambiguous, highly technical problems into structured, iterative phases.

Cross-Functional & Human Capabilities

• Inclusive Communication: Exceptional verbal and written communication skills, with a native ability to translate complex technical jargon into simple business value, and vice versa.

• Matrix Influence: The capability to guide, inspire, and influence diverse, global cross-functional software teams without direct authority.

• Active Listening: High empathy and a strong listening ability to accurately capture the underlying needs of both customers and internal stakeholders.

Technical & Domain Expertise

• Product Development Mastery: A rock-solid grasp of both the technical and non-technical layers of product development, from data hygiene to go-to-market strategies.

• ITOM Specialization: Comprehensive understanding of the workflows and tools used by modern development and IT teams, such as observability, incident management, or AIOps ecosystems.

Qualifications & Experience

• Educational Foundation: Bachelor's degree in computer science, engineering, or a related technical discipline, or equivalent practical experience coupled with a track record of continuous upskilling.

• Product Leadership: 8+ years of product management and software/IT engineering experience, showing progressive growth in handling cross-functional complexity.

• SaaS Industry Native: 5+ years of dedicated experience operating within the fast-scaling, iterative lifecycles of the SaaS (software-as-a-service) industry.

• Domain Depth: 3+ years managing products explicitly tailored for development or IT teams, with deep exposure to observability, incident management, or AIOps platforms.

• Fast-Paced Delivery: A documented track record of successfully shipping technology solutions within rapid, evolving software environments while making daily data-driven decisions that balance short-term progress with long-term vision.

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.